Brand Engagement Center (BEC), Customer Relations Representative

Group 1 Automotive; Honolulu (HI); Hybrid; USD 49,050 - 59,950; Full time

Benefits offered by this job

Hybrid schedule

Tuition reimbursement

Health care benefits

401(k) with company match

Paid holidays

Job summary

Toyota Brand Engagement Center (BEC) is hiring a Customer Relations Representative (BEC Advocate) to work full-time in our contact center. The role interfaces with Toyota and Lexus owners, dealerships, and field offices to address inquiries and complaints and improve owner satisfaction.

Starting salary is $54,500 with benefits from day one. After training, a hybrid schedule is available, requiring about four in-office visits per month and occasional weekend coverage as needed.

Qualifications

• High school diploma is required.
• Customer service experience in a fast-paced, phone-centric environment.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.

Responsibilities

• Interact with Toyota and Lexus guests by answering inquiries and handling complaints.
• Analyze guest concerns and resolve issues.
• Own incoming communications; investigate and resolve dealer, sales, service, or product questions.
• Use active listening and proactive decision-making to benefit guests.
• Multitask daily—talk, type, and operate multiple software applications.
• Research guest requests using online resources and identify opportunities to improve the experience.
• Assist guests with in-vehicle technology and apps (Bluetooth pairing, navigation, phone setup).
• Demonstrate high emotional intelligence to support a low-effort guest experience.
• Maintain attendance and punctuality.
• Potential to transition to guests via letters, emails, social media, and chats based on performance.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Attention to detail

Multitasking

Education

High school diploma

Bachelor's degree

Tools

Microsoft Office

Job description

Job Summary

The Brand Engagement Center (BEC) at Toyota and Lexus is hiring a Customer Relations Representative (BEC Advocate) to work full‑time in our contact center. The role focuses on interfacing with Toyota and Lexus owners, dealerships, and field offices to address inquiries and complaints and improve owner satisfaction.

Working Hours & Availability

• Center hours: Monday–Friday 7am–7pm CST; Saturday 8am–6pm CST.
• Teams in Puerto Rico start at 6am CST during part of the year.
• Must be available anytime during center hours, including Saturdays and company paid holidays.

Training

12 weeks of in‑office paid training at our Plano Headquarters (Monday–Friday, 8am–5pm CST).

Compensation & Benefits

• Starting salary: $54,500.
• Benefits effective day one.
• Hybrid (home/onsite) schedule after training, with an office requirement of approximately four times per month.

Responsibilities

• Directly interact with Toyota and Lexus guests by answering phone calls regarding inquiries and complaints.
• Analyze guest concerns and handle them appropriately.
• Take ownership of incoming communication, investigate, and resolve dealer, sales, service, or product‑related questions.
• Use active listening and proactive decision‑making to benefit guests.
• Multitask daily—talk, type, and operate multiple software applications simultaneously.
• Research unique guest requests using online resources and identify opportunities to improve the experience.
• Assist guests with in‑vehicle technology and apps (e.g., setting up troubleshooting media, phone pairing, navigation).
• Demonstrate high emotional intelligence to support low‑effort guest experience.
• Maintain attendance and punctuality.
• Potential to transition to guest interactions via letters, e-mails, social media, and/or chats based on performance.

Required Qualifications

• High school diploma.
• Customer service experience in a fast‑paced, phone‑centric environment.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Bachelor's degree or higher.
• Automotive experience (dealership, technician, other automotive company).
• Experience with technology such as Bluetooth pairing, navigation, smartphone integration.
• Familiarity with social media.
• Thriving in a fast‑paced, dynamic environment.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).

Benefits Overview

• Team‑based, flexible work environment.
• Professional growth, development programs, and tuition reimbursement.
• Vehicle purchase and lease programs.
• Comprehensive health care and wellness plans for the employee and family.
• Flextime and virtual work options where applicable.
• 401(k) savings plan with company match and annual contribution.
• Paid holidays and paid time off.
• Referral services for prenatal, adoption, childcare, schools, etc.
• Tax‑advantaged accounts (Health Savings Account, Health Care FSA, Dependent Care FSA).

Equal Opportunity Employer

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

If you have a question, need assistance with your application, or require special accommodations, please email [e-mail].